Job Description:
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.
Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.
We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.
Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
Job Description:
This job is responsible for providing support to end users and responding to issues related to incidents and problem management for multiple applications, focusing on leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures. Job expectations include serving as a key focal point for the customer, client, and associate experience and restoring any impacts to those experiences regardless of where the root cause of the impact lies.
Responsibilities:
- Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as needed
- Ensures all impacts are accurately recorded and documented in the system of record, verifies documents and wikis are updated and available for use during triage, and supports on call responsibilities for incidents, the documentation of application flows, impacts during outages, the customer experience, and contacts for support needs
- Provides status updates and technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, oversees accuracy of all communications sent, and ensures any necessary reconvenes are scheduled
- Identifies business impact, interprets monitors, dashboards, and logs, and writes queries to accurately calculate and communicate impacts to leadership in partnership with senior team members or specialists within Technology Services
- Promotes and enforces production governance during triage/testing, and identifies production failure scenarios, vulnerabilities, and opportunities for improvement, determines appropriate actions, and escalate issues as needed
- Analyzes, manages, and coordinates incident management activities to detect problems that potentially affect the service level
- Fulfills research requests, ad hoc reports, and offline incidents at the direction of senior team members or the Technology/Production Services teams
Required Qualifications
- Hands-on experience with Splunk (search, SPL, dashboards, alerts, data onboarding, and tuning).
- Hands-on experience with Dynatrace (APM, services/entities, alerting profiles, management zones, dashboards).
- Strong understanding of monitoring and observability concepts: logs, metrics, traces, events, and correlation.
- Experience supporting production systems and participating in incident management and operational support.
- Knowledge of SRE concepts such as reliability engineering, alert hygiene, post-incident reviews, and automation.
- Experience working with ITSM processes (incident, problem, change) and tracking SI actions to closure.
- Basic to intermediate scripting experience (e.g., Python, Shell) for automation and analysis.
- Strong communication skills and ability to work across distributed teams in the APAC region.
Desired Qualifications
- Experience with advanced Splunk or Dynatrace features (custom metrics, anomaly detection, DQL/SPL optimization, synthetic monitoring).
- Experience integrating monitoring tools with ServiceNow or similar ITSM platforms.
- Familiarity with capacity monitoring, performance engineering, or business transaction monitoring.
- Relevant certifications (Splunk, Dynatrace, SRE/DevOps, Cloud) are a plus.
Skills:
- Adaptability
- Analytical Thinking
- Influence
- Production Support
- Risk Management
- Automation
- Collaboration
- Innovative Thinking
- Result Orientation
- Solution Design
- Business Acumen
- DevOps Practices
- Project Management
- Solution Delivery Process
- Stakeholder Management
Shift:
1st shift (United States of America)Hours Per Week:
40Skills Required
- Experience in production support and incident management
- Ability to manage bridge line troubleshooting and engage in technical research
- Strong analytical and solution design skills
- Experience with DevOps practices
- Proven track record of collaboration and influence
Bank of America Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Bank of America and has not been reviewed or approved by Bank of America.
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Fair & Transparent Compensation — The $25/hour U.S. minimum wage, reaffirmed in recent company materials, sets a clear compensation floor that lifts entry-level and operations pay. Public salary information and disclosures provide visible benchmarks for pay across roles.
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Parental & Family Support — Parental leave extends up to 26 weeks with 16 weeks fully paid for eligible teammates, alongside backup child and adult care and a dedicated Life Event Services team. Family-building assistance offers up to a $20,000 lifetime reimbursement and bereavement leave provides 20 paid days for loss of a spouse, partner, or child.
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Retirement Support — Retirement programs include a 401(k) match up to 5% of eligible pay plus an additional 2–3% annual company contribution based on service. These employer contributions add meaningful long-term value beyond base pay.
Bank of America Insights
What We Do
We make financial lives better for our clients and our communities through the power of every connection. Our employees are at the heart of this purpose, and are key to driving responsible growth. Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.
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